Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Can you please reimburse me ASAP.
Thanks
Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We have reached out to the consumer and have spoken with them in reference to their experience and expectations moving forward with the repair of their item.
A framework has proposed to the...
customer in which they will be personally informed at each point of the claims process until completion. In addition we have resolved the issue of a full warranty refund for the Consumer which they were promised.
We will continue to work with the consumer until her concerns are resolved.
We are sorry for any issues the consumer had with their device. After looking into the consumers account, it appears two of the consumer's service contracts allows for their warranties to be paid for with monthly installments. In the event a warranty paid on monthly is canceled there is no refund issued because the consumer is paying for their coverage as they go. According to our system a pro-rated refund was issued for the other two warranties paid in full at the time of purchase. We will be processing a reimbursement for the repairs done to the consumers device before the coverage was canceled.
We are sorry for any issues the consumer had with their device.
Looking into the consumer's account, it appears the warranty purchased for the consumers device did not have accidental damage from handling coverage.
We are sorry for any miscommunication the consumer experienced....
At this time we are processing a reimbursement of the consumers warranty cost.
We are sorry for any issues the consumer experienced with their device.
Squaretrade provides resolutions based on device and availability and due to this, the resolution of replacement was recommended. We do apologize that the replacement was partially working due to "The home button...
sticks a lot", as described by the consumer. Unfortunately, we are unable to resolve this concern and file another claim without the original liquid damaged phone or the replacement phone sent back to us. According to our records, the consumer shipped a device back to our depot and arrived on 5/10. We can now initiate a new claim in order to correct the home button issue and we will be contacting the consumer to start that process. Regarding the refunds requested, we would be unable to reimburse for any lost time. Per the Terms & Conditions, "WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO,... LOST TIME". We will, as a show of good faith, refund the purchase price of the warranty to the consumer.
Initial Business Response /* (1000, 6, 2015/08/07) */
We are sorry the consumer had issues with their device.
The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed.
We are now processing the reimbursement and the...
consumer should get it by July 10.
We have contacted the consumer so they will know when to expect the payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund check as of today. Was promised an overnight check and still nothing. Same typical response as I have been getting the whole time to resolve this issue.
Next step is to seek legal counsel for breach of contract and theft as they are withholding my money.
Final Business Response /* (4000, 11, 2015/08/12) */
We are sorry the consumer experienced delays in receiving their reimbursement.
The request for over-night shipping of the payment was placed on Thurs 8/6 but not processed until 8/11. We are addressing the internal issues that caused that delay. We tracked the shipping of the payment and it was delivered on 8/12.
Final Consumer Response /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check has been received. Thank you.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer was sent a replacement charger in error. We show that our agents attempted to remedy the situation by offering the consumer to locate their desired charger and we will reimburse costs....
The consumer's concern about locating the correct charger is definitely understood, but it seems that the OEM charger is available through a myriad of different resellers. Moving forward, we have approved to reimburse the cost of a new charger and have provided the claim information to the consumer.
We are sorry for any issues the consumer had with their device. When a claim needs to be filed on a device the consumer can log into their online account or call in to begin filing a claim. A claim can not be processed until the consumer starts the claim process by providing device information as well as a problem description. The consumer emailed a description of the issue with their device and received instructions on how to go about to filing a claim online or over the phone. We are not able to provide a resolution here without first filing a claim. We have reached out to the customer to attempt to file a claim on their device. At this point in time we are unable to provide the consumer with a resolution until a claim is filed.
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The reason we offered a payout is that we did not have the upgraded phone available as promised. The payout we agreed to was enough to purchase the upgraded phone.
We were able to reach...
We are sorry for any issue the consumer experienced with their device.
According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumer. At this time the affidavit has been sent to consumer 3...
times. Once the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items cost. In regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectly. The unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid.
Revdex.com 11469638We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears their were issues receiving documentation for the repairs to their device. With a Local Repair it is necessary that we receive an invoice for the repairs...
to verify we are reimbursing the correct amount. At SquareTrade we have several avenues in place to submit a repair invoice. A consumer can submit an invoice via standard mail, fax, or by email, which is recommended. An attempt has been made to reach out to the consumer for a copy of the invoice to proceed with reimbursement.
We are sorry for any issues the consumer had with their device.SquareTrade is an extended warranty company as it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The SquareTrade warranty coverage begins after...
the manufacturer's has ended. In the event there is a mechanical or electrical failure the manufacture will not cover, SquareTrade may step in to assist, only after documentation has been provided showing manufacturers denial of coverage. Currently, the consumer's device is still under the manufacturer's warranty and would need to contact them to have their device repaired.
Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize for the issue the consumer experienced with their device. The consumer has been contacted by a resolution specialist to resolve their claim. We are awaiting a response from the consumer to move forward.
Initial Consumer Rebuttal...
/* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Left two messages returning the call for their resolutions specialists who handles escalations and a contact number to reach me and have yet to hear from them.
Final Business Response /* (4000, 9, 2015/12/16) */
We have made contact with the consumer and are currently awaiting documentation to move forward with payout.
Final Consumer Response /* (2000, 11, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke to representative who agreed to settle claim inform of payment since they could not fix phone and refund money already paid by me to get screen on phone fix as per their policy that had not been refunded.
We are sorry for any issues the consumer had with their device. When a consumers TV is deemed to have a non repairable issue SquareTrade moves forward with a replacement. Before the consumer is sent out a replacement TV they receive an email providing the model and specifications...
of the replacement TV. The consumer is required to reply back to this email accepting the replacement offer. We have made an exception to have the consumers TV replaced with an alternate model.
Initial Business Response /* (1000, 8, 2015/11/12) */
We apologize for the issue the consumer experienced.
It has been confirmed that the laptop has been returned and is currently in working condition. For the inconvenience she experienced we refunded the consumer for the purchase price of the...
warranty.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was given apology by SquareTrade. They are looking into lack of communication from their end to me. Full warranty price refund is being returned to me and warranty still in effect.
Hello,
We apologize for the difficulty experienced in this claim.
We would like to start by explaining the significance in coverage with warranties purchased through Costco. Warranties at Costco are advertised as 5 years based off purchase of the item as well as the warranty. Costco...
has a special coverage they offer known as Costco Concierge which begins in year 2 of the 5 year protection plan. Costco Concierge is only available for customers who purchase their TV and warranty through Costco. Based off your TV being purchased from Amazon and your warranty being purchased from Costco this takes a year off the 5 year warranty and makes it 4 years of coverage. We do again apologize for the inconvenience.
We are sorry the consumer had issues with their device.When a device is purchased under a certain re-seller the warranties that are available are the only ones that the re-seller can offer for that device. The warranty that was purchased is not a warranty for the device type. The product purchased...
was a certified refurbished item and was paired with a new item condition warranty. As per our Terms and Conditions we cannot honor the warranty as it does not cover the device the consumer purchased. A reimbursement check has been processed for the warranty cost.
We apologize the experience and inconveniences the consumer encountered.Reviewing the account we show the plan was and should have been ineligible for coverage due to the item being "used." The information display on [redacted] site under the section "Things to know" SquareTrade Protection...
Plans are only valid for new products purchased at [redacted] within the last 30 days.While we realize an error was made, we will continue to honor the claim filed but will be unable to accommodate the consumers request and reimburse more than the coverage amount.Per our Terms and Conditions:Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower.
We are sorry for any issues the consumer had with their item. After looking into the consumer's account, a copy of proof of purchase was requested to verify the item price. A claim has been processed for reimbursement of the item price. Currently, we are waiting for the...
consumer to ship their device to begin processing the reimbursement.
Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer has not received their payment.
We processed the check so that it would to be delivered overnight. We discovered the PO Box we had on file was incorrect. We have corrected the address. We are confirming the address...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Can you please reimburse me ASAP.
Thanks
Sincerely, [redacted]
We apologize for any inconvenience that the consumer might have experienced during this process.
We have reached out to the consumer and have spoken with them in reference to their experience and expectations moving forward with the repair of their item.
A framework has proposed to the...
customer in which they will be personally informed at each point of the claims process until completion. In addition we have resolved the issue of a full warranty refund for the Consumer which they were promised.
We will continue to work with the consumer until her concerns are resolved.
We are sorry for any issues the consumer had with their device. After looking into the consumers account, it appears two of the consumer's service contracts allows for their warranties to be paid for with monthly installments. In the event a warranty paid on monthly is canceled there is no refund issued because the consumer is paying for their coverage as they go. According to our system a pro-rated refund was issued for the other two warranties paid in full at the time of purchase. We will be processing a reimbursement for the repairs done to the consumers device before the coverage was canceled.
We are sorry for any issues the consumer had with their device.
Looking into the consumer's account, it appears the warranty purchased for the consumers device did not have accidental damage from handling coverage.
We are sorry for any miscommunication the consumer experienced....
At this time we are processing a reimbursement of the consumers warranty cost.
We are sorry for any issues the consumer experienced with their device.
Squaretrade provides resolutions based on device and availability and due to this, the resolution of replacement was recommended. We do apologize that the replacement was partially working due to "The home button...
sticks a lot", as described by the consumer. Unfortunately, we are unable to resolve this concern and file another claim without the original liquid damaged phone or the replacement phone sent back to us. According to our records, the consumer shipped a device back to our depot and arrived on 5/10. We can now initiate a new claim in order to correct the home button issue and we will be contacting the consumer to start that process. Regarding the refunds requested, we would be unable to reimburse for any lost time. Per the Terms & Conditions, "WE SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO,... LOST TIME". We will, as a show of good faith, refund the purchase price of the warranty to the consumer.
Initial Business Response /* (1000, 6, 2015/08/07) */
We are sorry the consumer had issues with their device.
The claim was processed normally, but there was a problem with our accounting department and the reimbursement did not get processed.
We are now processing the reimbursement and the...
consumer should get it by July 10.
We have contacted the consumer so they will know when to expect the payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund check as of today. Was promised an overnight check and still nothing. Same typical response as I have been getting the whole time to resolve this issue.
Next step is to seek legal counsel for breach of contract and theft as they are withholding my money.
Final Business Response /* (4000, 11, 2015/08/12) */
We are sorry the consumer experienced delays in receiving their reimbursement.
The request for over-night shipping of the payment was placed on Thurs 8/6 but not processed until 8/11. We are addressing the internal issues that caused that delay. We tracked the shipping of the payment and it was delivered on 8/12.
Final Consumer Response /* (2000, 13, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check has been received. Thank you.
We are sorry for any issue the consumer experienced with their device.
According to our records, the consumer was sent a replacement charger in error. We show that our agents attempted to remedy the situation by offering the consumer to locate their desired charger and we will reimburse costs....
The consumer's concern about locating the correct charger is definitely understood, but it seems that the OEM charger is available through a myriad of different resellers. Moving forward, we have approved to reimburse the cost of a new charger and have provided the claim information to the consumer.
We are sorry for any issues the consumer had with their device. When a claim needs to be filed on a device the consumer can log into their online account or call in to begin filing a claim. A claim can not be processed until the consumer starts the claim process by providing device information as well as a problem description. The consumer emailed a description of the issue with their device and received instructions on how to go about to filing a claim online or over the phone. We are not able to provide a resolution here without first filing a claim. We have reached out to the customer to attempt to file a claim on their device. At this point in time we are unable to provide the consumer with a resolution until a claim is filed.
Initial Business Response /* (1000, 5, 2015/07/17) */
We are sorry the consumer had issues with their device.
The reason we offered a payout is that we did not have the upgraded phone available as promised. The payout we agreed to was enough to purchase the upgraded phone.
We were able to reach...
an agreement with the consumer.
We are sorry for any issue the consumer experienced with their device.
According to our records, the delay with the consumer's reimbursement is due to the pending receipt of a legal affidavit requested by Squaretrade from the consumer. At this time the affidavit has been sent to consumer 3...
times. Once the affidavit has been signed and returned, Squaretrade will be able to fully reimburse the consumer for the items cost. In regards to the other canceled warranty, we show that the DVR unit's warranty was purchased incorrectly. The unit was described to us as New, when in fact, the unit was used, thus making the warranty coverage invalid.
Revdex.com 11469638We are sorry for any issues the consumer had with their device. After looking into the consumers account it appears their were issues receiving documentation for the repairs to their device. With a Local Repair it is necessary that we receive an invoice for the repairs...
to verify we are reimbursing the correct amount. At SquareTrade we have several avenues in place to submit a repair invoice. A consumer can submit an invoice via standard mail, fax, or by email, which is recommended. An attempt has been made to reach out to the consumer for a copy of the invoice to proceed with reimbursement.
We are sorry for any issues the consumer had with their device.SquareTrade is an extended warranty company as it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. The SquareTrade warranty coverage begins after...
the manufacturer's has ended. In the event there is a mechanical or electrical failure the manufacture will not cover, SquareTrade may step in to assist, only after documentation has been provided showing manufacturers denial of coverage. Currently, the consumer's device is still under the manufacturer's warranty and would need to contact them to have their device repaired.
Initial Business Response /* (1000, 5, 2015/12/07) */
We apologize for the issue the consumer experienced with their device. The consumer has been contacted by a resolution specialist to resolve their claim. We are awaiting a response from the consumer to move forward.
Initial Consumer Rebuttal...
/* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Left two messages returning the call for their resolutions specialists who handles escalations and a contact number to reach me and have yet to hear from them.
Final Business Response /* (4000, 9, 2015/12/16) */
We have made contact with the consumer and are currently awaiting documentation to move forward with payout.
Final Consumer Response /* (2000, 11, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke to representative who agreed to settle claim inform of payment since they could not fix phone and refund money already paid by me to get screen on phone fix as per their policy that had not been refunded.
We are sorry for any issues the consumer had with their device. When a consumers TV is deemed to have a non repairable issue SquareTrade moves forward with a replacement. Before the consumer is sent out a replacement TV they receive an email providing the model and specifications...
of the replacement TV. The consumer is required to reply back to this email accepting the replacement offer. We have made an exception to have the consumers TV replaced with an alternate model.
Initial Business Response /* (1000, 8, 2015/11/12) */
We apologize for the issue the consumer experienced.
It has been confirmed that the laptop has been returned and is currently in working condition. For the inconvenience she experienced we refunded the consumer for the purchase price of the...
warranty.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was given apology by SquareTrade. They are looking into lack of communication from their end to me. Full warranty price refund is being returned to me and warranty still in effect.
Hello,
We apologize for the difficulty experienced in this claim.
We would like to start by explaining the significance in coverage with warranties purchased through Costco. Warranties at Costco are advertised as 5 years based off purchase of the item as well as the warranty. Costco...
has a special coverage they offer known as Costco Concierge which begins in year 2 of the 5 year protection plan. Costco Concierge is only available for customers who purchase their TV and warranty through Costco. Based off your TV being purchased from Amazon and your warranty being purchased from Costco this takes a year off the 5 year warranty and makes it 4 years of coverage. We do again apologize for the inconvenience.
We are sorry the consumer had issues with their device.When a device is purchased under a certain re-seller the warranties that are available are the only ones that the re-seller can offer for that device. The warranty that was purchased is not a warranty for the device type. The product purchased...
was a certified refurbished item and was paired with a new item condition warranty. As per our Terms and Conditions we cannot honor the warranty as it does not cover the device the consumer purchased. A reimbursement check has been processed for the warranty cost.
We apologize the experience and inconveniences the consumer encountered.Reviewing the account we show the plan was and should have been ineligible for coverage due to the item being "used." The information display on [redacted] site under the section "Things to know" SquareTrade Protection...
Plans are only valid for new products purchased at [redacted] within the last 30 days.While we realize an error was made, we will continue to honor the claim filed but will be unable to accommodate the consumers request and reimburse more than the coverage amount.Per our Terms and Conditions:Coverage Amount: Up to the maximum coverage price of this Protection Plan, or the purchase price of your item, whichever is lower.
We are sorry for any issues the consumer had with their item. After looking into the consumer's account, a copy of proof of purchase was requested to verify the item price. A claim has been processed for reimbursement of the item price. Currently, we are waiting for the...
consumer to ship their device to begin processing the reimbursement.
Initial Business Response /* (1000, 5, 2015/07/30) */
We are sorry the consumer has not received their payment.
We processed the check so that it would to be delivered overnight. We discovered the PO Box we had on file was incorrect. We have corrected the address. We are confirming the address...
before we attempt to send the check again.